Art. 4 Acknowledgment of receipt of a complaint and verification of its admissibility | RTS on CASP complaints handling | MiCA

1. Crypto-asset service providers shall acknowledge receipt of a complaint and inform the complainant about whether the complaint is admissible without undue delay after having received the complaint.
1. Where a complaint does not fulfil the conditions of admissibility referred to in Article 1(2), point (a), crypto-asset service providers shall provide the complainant with a clear explanation of the reasons for rejecting the complaint as inadmissible.
1. The acknowledgment of receipt of a complaint shall contain all of the following:
  1. The name, identity and contact details, including email address and telephone number, of the person to whom, or the department to which, complainants can address any query related to their complaint;
  2. the date of receipt of the complaint;
  3. a reference to the timeframe referred to in Article 1(2), point (e);
  4. where an electronic complaint form is filed, a copy of the complaint.

To ensure a prompt and timely handling of complaints, crypto-asset service providers should acknowledge receipt of complaints and inform the complainant as to whether that complaint is admissible without undue delay. Upon acknowledgment of receipt of the complaint, the complainant should also receive the contact details of the person or department to be contacted for any queries related to the complaint, as well as an indicative timeframe within which a decision on the complaint can be expected. Where a complaint has been found to be inadmissible, the crypto-asset service provider should inform the complainant of its decision and provide the complainant with the reasons for the inadmissibility.

Article 4 Acknowledgment of receipt of a complaint and verification of its admissibility

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